The Role
The Customer Service Team Manager will manage, coach and
motivate customer service executives as they engage with our clean cooking
customers through the different voice and non voice platforms within the
business. The Customer Service Team Manager will Mentor customer service
employees and assist in the coaching and mentoring process, ensuring that every
agent is well prepared to provide quality customer experience. They will be
responsible for driving performance of the team in line with the assigned KPIs
ensuring that they understand and meet/exceed expectations through continuous
engagements. You should be analytical, accommodating, and prepared to assist
call center agents.
What you would be expected to
do
- Regularly monitor
performance metrics results and ensure adequate performance evaluation
procedures, highlighting concerns that impact team performance.
- Team managers should be
well aware of the company policy and ensure its implementation and
compliance. Monitor, identify and resolve performance/behavior/attendance
issues using prescribed performance management techniques
- Real-time team/floor
monitoring to ensure schedule and shift adherence as per planner. Assist
agents by providing floor support on customer queries.
- Conduct pre-shift team
meetings daily setting focus and priorities for the day to ensure
productivity of the agents along their KPIs.
- Motivate and coach the
team while ensuring optimum performance.
- Keeping up to date with
business development and new product lines
- Manage day-to-day line
activities, prioritize and make risk/impact assessments within existing
processes and procedures towards achieving SLAs
- Ensure training and
development plans and schedules are maintained for all team members
- Manage the fair and
consistent application of performance management and disciplinary measures
as necessary.
- Head and inspire a team
of customer service agents to deliver excellent levels of individual/team
performance and customer satisfaction
- Keep up to date with any
industry changes affecting the business and relay this knowledge back to
the team
- Ensure daily, weekly, and
monthly reporting on service campaign performance against stipulated
metrics.
- Ensuring all clients are
served within required timelines by reviewing and giving feedback on
improvement areas for existing processes and policies to cater to customer
satisfaction
- Efficiency in case
management in line with customer escalations resolution within the defined
SLAs. Continuous documentation of recommendations and drive implementation
to guarantee improved performance.
- Manage and handle
escalated issues related to emerging issues disrupting service delivery on
the floor, and major system outages for follow-through and feedback to key
stakeholders.
- Work with the management
team to identify and deliver positive change and business efficiencies
and highlight operational risks and areas for improvement
You might be a strong
candidate if you
- Bachelor’s Degree/diploma
- 1 year experience
managing call center teams (external 2 years).
- Background in managing
front-line and/or tier 2 support team accountable for FCR on complex
customer issues.
- Proficiency with
technology, especially computers, software applications and phone systems
- Good analytical and data
interpretation skills.
- Exceptional verbal and
written communication skills
- Strong comprehension of
company products, policies and services
- Ability to coach, train
and motivate employees and evaluate their performance.
- Excellent Problem
solving, steering, and customer service skills.
- Team management/
supervisory skills experience
- Creative thinker who
possesses coaching and communication skills.
- Workforce management
skills (added advantage)
- Ability to deal with
demanding customers and escalations
- Managed customer
escalations which ultimately resulted in a favorable customer satisfaction
rating.
How to Apply
